Can I make changes to my order after it has been submitted?
Customers can make changes to their order after the order has been submitted. Please call customer service at 0844 892 2010 Monday – Friday 8:00 - 18:00 to process any changes.
Which payment methods do you accept?
The standard payment method is payment on account.
When will I receive my order?
Orders are processed immediately and will ship the same day if orders are received before 12:00. Customers will be notified via email of any order delivery exceptions.
How can I check my order status?
Customers will receive an email with their order confirmation when the order is placed. Tracking information is emailed to the customer when the order ships from the warehouse; However, tracking information may not be available on orders that are drop shipped. Customer's may also call customer service at 0844 892 2010 Monday – Friday 8:00 - 18:00 to confirm tracking on an order.
Where can I ship my order?
Orders can be shipped to any address the customer specifies, but the customer must call customer service 0844 892 2010 Monday – Friday 8:00 - 18:00 to request delivery to an address that is different than the customer's preferred shipping method.
How do I initiate a return?
Customers needing to return a product for any reason must call customer service 0844 892 2010 Monday – Friday 8:00 - 18:00 to start the return process. Click Here to review Heidelberg's Return Policy.
What should I do if my order arrives damaged or is defective?
If you have received a damaged order, call customer service 0844 892 2010 Monday – Friday 8:00 - 18:00 for resolution.
How do I find information on past orders?
To review order history, you must login to your account, then select “My Orders”.
How do I access/create my company's preferred product shopping list(s)?
A Heidelberg customer service specialist can assist you in creating a customized shopping list for your online account. Call Customer Service 0844 892 2010 Monday – Friday 8:00 - 18:00.
If you already have an established shopping list, you must login to your account, select “My Dashboard” then select “Shopping Lists” or click “My Lists” from the left menu.
Can multiple users at one company and still have access to all shopping list?
The Heidelberg eShop is company specific, so no matter which user is logged into the eShop, the user will have access to the company's order history and shopping lists.
What holidays are Heidelberg closed for business and not shipping products?
Shipping could be delayed for all public holidays in Poland.
Do you provide technical support on machines?
Heidelberg does offer technical support. Call 0844 892 2010 Monday – Friday 8:00 - 18:00 for technical support or inquiries can be made by emailing eshop.pl@heidelberg.com.
How can I search for the right product in the online shop?
Use the Search feature in our online shop to search by product name, description or part number Should you not find what you are looking for, you may also contact customer service 0844 892 2010 Monday – Friday 8:00 - 18:00, to assist with ordering products.
Can anyone at my company place an order in my account?
Customers using the eShop will have a specific username and password. If you need additional users added to your company's account, you can make that request via email eshop.pl@heidelberg.com.
How do I add/remove equipment from my online account?
Customers can add/remove equipment from their account by submitting a request in the "My Account" section.
Which devices are supported by the eShop?
Smart phones, tablets and computers are supported by our eShop platform.
How do I order parts?
Many parts can be found in the eShop. You can search for parts using the eShop search engine. If you cannot locate the part, you can request a quote or order using the Spare Parts form or contact customer service 0844 892 2010 Monday – Friday 8:00 - 18:00.